In a perfect world, you’d be able to hire servers whose verbal skills enable them to both charm irate customers and upsell specials like crazy. Instead you probably have to train your waitstaffers in these important skills. We’ve found a couple of sources that can help you out. One is Renee Evenson. She’s the author of Powerful Phrases For Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (AMACOM, $15). This 294-page book ...
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